Buyer able to open an eBay case on item delivered September 26th

[calntom]

On Nov. 22nd I received a return request from an item that was delivered on Sept. 26th. I have 30-day, Free returns . eBay normally auto-approves all returns though this one is past the 30-day return timeframe so I reckon that might be why they sent it to me to approve. I have attached a screenshot of the return with the choices I can make. The return reason was “Doesn't work or defective”.

Buyer bought two of the same item and was able to open the return for one of the items. Are there any ramifications to my account if I decline the return? Or, any other thoughts?

Email from eBay stated:

“Buyer XXX let us know that something is wrong with XXX As a result, they requested to return the item for a refund. See request details and be sure to reply to the buyer by Nov 27, 2019. Note that if you accept the return, you should provide a return shipping label. You can purchase a return shipping label on eBay or send your own label. Starting on that day, the buyer could ask us to step in and help by opening a case - this can affect your seller level.”

Screenshot of the return:

[tdumonde2014]

As a courtesy ebay will allow buyers to open a case beyond the 30 limit to allow them to communicate with the seller. You are free to decline.

[onlinecentral]

You are in a gray area during the 31 to 60 day time frame.
Consider reading this recent thread below.
Buyer reporting item NOT AS DESCRIBED past return period collectible item unique product situation
https://community.ebay.com/t5/Selling/Buyer-reporting-item-NOT-AS-DESCRIBED-past-return-period/td-p/...

[calntom]

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@tdumonde2014 wrote:

As a courtesy ebay will allow buyers to open a case beyond the 30 limit to allow them to communicate with the seller. You are free to decline.

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Wondering if a seller takes a service metrics hit if this return is accepted? 

Wondering if a seller takes a service metrics hit if this return is declined?

I am TRS with Free Returns and know that there are new protections as of October 1st though I don't recall any service metric protections mentioned to cover a case like this. 

[threshold.sales.group]

Fwiw, the hit to the service metrics occurs the moment the request is filed even past the 30 day MBG return window.  

[sandychristmas2012]

I had a buyer about a month ago message me about an item that didn't work (she said). I really couldn't remember selling that one anytime recently, so I looked up the sale date. November 2018!! A year later and she is telling me now that it doesn't work right. (it does work fine in the right machine, but she upgraded to a new machine and now it doesn't work on the new machine -- as it says in the listing that it will not work in that newer model). After pointing out my policy was for 30 days, and a few exchanges later, I offered to refund her for the purchase price if she returned the item in good condition. She said why would she trust me to actually refund her if she returned the item. I told her that was how all returns were handled -- the item has to be received by the seller before you receive a refund. She said *$#^&* You. Another message in about an hour inquired about some of my current listings. Blocked her immediately. I don't need that kind of customer.

[Anonymous]

@Anonymous 

Is this accurate that the seller's service metrics are hit when a SNAD is filed past the 30 day MBG window when a seller offers nothing longer than 30 day returns?

I think there should be an option when a buyer files past the 30 day window for the seller to accept the return with the buyer paying for the shipping label - SNAD or not - the buyer missed the window and the seller does not have to accept. If eBay added the option for buyer-paid labels then sellers might be more likely to accept a return past the 30 day window. For what it's worth.

[dentalsales4u]

It is true that the seller takes a hit on their metrics, even after the 30 day return period.
I had two at the beginning of the year. I'm still wearing those dings on my metrics until it falls off in January & Feb.

[Anonymous · Accepted solution]

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@dentalsales4u wrote:
It is true that the seller takes a hit on their metrics, even after the 30 day return period.
I had two at the beginning of the year. I'm still wearing those dings on my metrics until it falls off in January & Feb.

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Hi @dentalsales4u, I can confirm that a return request or item not received request should not count against a seller' service metrics if the request was made outside of the 30 day protection time frame. These kinds of requests are solely for communication purposes and will have no impact on a seller's account. If you see something recorded on your service metrics that should not be recorded, this would be a technical issue we can investigate for a fix. The two transactions you are referencing from the beginning of the year aren't something we can review at this time due to the amount of time that has passed, but we're happy to help review anything similar you may run into in the future.

@Anonymous, anything after the 30 day time frame would be between the buyer and seller directly. That being said, I'm happy to pass along the request for buyers to be able to purchase shipping labels through eBay for returns outside the standard protection period.

[jewelbiz]

Real world story re: returns

was selling at flea market for decades.

bought gold 18k hoop earrings $150. very very pretty maybe 15 years ago.

sold a few days later at flea market $200. 

7 yes, 7 years later buyer lady calls says she doesn’t like pattern of them wants money back

tell her bring them in I’ll look 👀 them over perhaps comply with her request remembering how pretty they were & how fast I sold them also gold went up!

she comes in with them. Look 👀 unused. 
return her $200. 

Several weeks later she calls me asks, “what did I decide to do about her earrings?”

her earrings....confused I say I’m wearing them. That I paid her $200. For them!

remember?

she says, “oh! That was the $200. In my wallet!”

moral of story......for me.  Always get & give a receipt.  Avoid future possible trouble.

i just handed her $200. 

i had no idea she had no brain 

[jewelbiz]

[gramophone-georg]

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@Anonymous wrote:

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@dentalsales4u wrote:
It is true that the seller takes a hit on their metrics, even after the 30 day return period.
I had two at the beginning of the year. I'm still wearing those dings on my metrics until it falls off in January & Feb.

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Hi @dentalsales4u, I can confirm that a return request or item not received request should not count against a seller' service metrics if the request was made outside of the 30 day protection time frame. These kinds of requests are solely for communication purposes and will have no impact on a seller's account. If you see something recorded on your service metrics that should not be recorded, this would be a technical issue we can investigate for a fix. The two transactions you are referencing from the beginning of the year aren't something we can review at this time due to the amount of time that has passed, but we're happy to help review anything similar you may run into in the future.

@Anonymous, anything after the 30 day time frame would be between the buyer and seller directly. That being said, I'm happy to pass along the request for buyers to be able to purchase shipping labels through eBay for returns outside the standard protection period.

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Agree it should not... but will it?

[asset_liquidators]

Yes, it WILL count against your service metrics. trinton@ebay says it won't but I just got hit with one that is showing against my metrics. The return request was made outside to 30 day window.

[Anonymous]

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@gramophone-georg wrote:

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@Anonymous wrote:

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@dentalsales4u wrote:
It is true that the seller takes a hit on their metrics, even after the 30 day return period.
I had two at the beginning of the year. I'm still wearing those dings on my metrics until it falls off in January & Feb.

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Hi @dentalsales4u, I can confirm that a return request or item not received request should not count against a seller' service metrics if the request was made outside of the 30 day protection time frame. These kinds of requests are solely for communication purposes and will have no impact on a seller's account. If you see something recorded on your service metrics that should not be recorded, this would be a technical issue we can investigate for a fix. The two transactions you are referencing from the beginning of the year aren't something we can review at this time due to the amount of time that has passed, but we're happy to help review anything similar you may run into in the future.

@Anonymous, anything after the 30 day time frame would be between the buyer and seller directly. That being said, I'm happy to pass along the request for buyers to be able to purchase shipping labels through eBay for returns outside the standard protection period.

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Agree it should not... but will it?

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Hi @gramophone-georg, if something should not be counting against your metrics, and you see that it is counting against your metrics, then this is an error and you need to contact Customer Service to have it reviewed. 

If you have suggestions on how I can better phrase my response to avoid any confusion, please feel free to share. Stating requests opened outside of our protection time frames should not be counted in your service metrics clearly indicates that any transactions that were recorded would be an error. It isn't possible to say it "won't count", because errors are possible. This would also contradict the experience of @dentalsales4u, or any other member that ran into an error. 

Again, I'm open to your feedback on how to phrase this differently while still conveying the same meaning. 

[asset_liquidators]

It may be an error but it is still counting against the metrics and with no way to remove it.